Creating a new implementation application on Pega Customer Service

Curator Assigned
Request to Publish
Description	Understand the options presented while running the new application wizard to make informed choices while building a new implementation application
Version as of	8.5
Application	Customer Service
Capability/Industry Area	All industries

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Guided steps to building a new Pega Customer Service implementation application

Pega Customer Service provides a guided and streamlined series of steps to help implementers build their custom application with ease while recognizing the various options presented in the process ranging from selection of existing cases, data objects, channels to determining the application structure. In this article, we will understand these options to help make informed decisions while building a new custom implementation application to avoid rework or refactor at a later point. We shall also understand the artefacts created in the new application as a result of these choices that would help speed up the implementation and hence reduce costs.

Applicability

The steps detailed below shall apply for any Pega Customer Service application irrespective of the business vertical. The screenshots used below are for illustration purpose only. The actuals may vary across different Pega Customer Service applications.

Prerequisites

1. Make a business decision on whether you want to create a new framework application and then build an implementation application on top of it, or you want to build a new implementation application. Below should help you make that decision:
   1. Build a new framework application if you have multiple companies, line of business or entities that may a share a common set of assets. Then build a new implementation application for each such entity on top of this new framework application.
   2. Build a new implementation application of top of Pega Customer Service, if you have a single line of business or entity; and do not anticipate to build multiple applications representing each entity.
2. Ensure you have an operator that points to access group - CustomerService:AppSetup - if you wish to build an application on top of Pega Customer Service. For the Pega Customer Service vertical applications, your operator should point to either of these access groups based off business vertical - CustomerServiceComms:AppSetup (Communications); CustomerServiceForFS:AppSetup (Financial Services); CustomerServiceHC:AppSetup (Healthcare); CustomerServiceForIns"AppSetup (Insurance). This operator will enable us land us in the new application wizard with the corresponding application template already pre-selected.

Understanding various options presented in new application wizard

Once we login with requisite operator, we would see the new application wizard with the appropriate Pega Customer Service application already pre-selected.

Results

What do you expect the user to see or be able to do after they complete this design pattern?

A tool that uses customizable application types to create applications. After you specify the required information in the wizard, the system creates an application with the required case types, data types, access groups, and operators.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

An application that you can extend and modify to create implementation applications for a specific organization, division, or organization unit.

(Deprecated) A configuration of panels (areas) in a harness that support a composite portal. Existing panel sets continue to function. As a best practice, upgrade panel sets to screen layouts.

A set of users who receive access to application or network resources through their membership in the group. When a user is added to an access group, that user receives the permissions that are associated with the group. If a user belongs to more than one access group, that user acquires the set of access permissions that are associated with each group. You can create multiple access groups within an application to convey different levels of access based on user roles.

An application user that is identified by the user name, password, and other details. Each operator has a role, such as caseworker or customer service representative, that determines what actions the user can perform.